Onsite IT Support Specialist: Deskside & Exec Concierge

BioCryst Pharmaceuticals, Inc.; North Carolina; Hybrid; USD 28,000 - 39,000; Full time

Job summary

BioCryst Pharmaceuticals, Inc. is seeking an IT Support Specialist – Frontier Durham to provide dependable Tier 1 on-site IT support for BioCryst employees at the Frontier Durham office.

This 6-month contract role covers deskside assistance, hardware/software troubleshooting, conference room technology, onboarding and offboarding, and high-touch support for leadership and visiting employees. The successful candidate will be hands-on, organized, and able to work five days a week on site in

Qualifications

• 2+ years of Tier 1 deskside, help desk, or service desk support in a corporate environment.
• Strong customer service mindset with the ability to communicate clearly, remain calm under pressure, and provide professional in-person support.
• Working knowledge of Windows 10/11, Microsoft 365, Microsoft Teams, Outlook, mobile devices, printers, docking stations, peripherals, and basic networking concepts.
• Experience troubleshooting conference room or audiovisual technology such as Teams Rooms, displays, cameras, microphones, speakers, cabling, and room control equipment.
• Ability to document incidents, service requests, troubleshooting steps, and asset updates accurately in a ticketing or IT Service Management system.

Responsibilities

• Serve as the primary on-site Tier 1 IT support resource for employees at the Frontier Durham BioCryst office, including walk-up support, deskside assistance, chats, calls, and tickets.
• Troubleshoot common hardware, software, network connectivity, printer, mobile device, badge/access, and Microsoft 365 issues, escalating more complex items when appropriate.
• Provide professional, white-glove support for BioCryst leadership, executive visitors, and employees visiting the Frontier Durham office.
• Perform basic conference room and audiovisual troubleshooting, including Microsoft Teams Rooms, displays, cameras, microphones, docking stations, cabling, and room readiness checks.
• Complete daily office technology checks to ensure shared workspaces, collaboration areas, conference rooms, printers, and loaner equipment are operational.
• Create, update, track, and resolve incidents and service requests in the IT Service Management tool while maintaining accurate notes and timely communication with employees.
• Support employee onboarding and offboarding activities, including workstation setup, laptop preparation, peripheral deployment, account/access coordination, and first-day support.
• Assist with laptop, desktop, monitor, docking station, headset, mobile device, and peripheral inventory, replacements, shipping, receiving, and asset tracking.
• Follow defined IT processes, Service Level Agreements, Standard Operating Procedures, security requirements, and escalation paths.
• Document recurring issues, troubleshooting steps, conference room procedures, and local office support processes to improve team knowledge and service consistency.

Skills

Customer service

Deskside support

Communication

Multitasking

On-site service

Education

Associate degree in Information Technology or related field

Tools

Windows 10/11

Microsoft 365

Microsoft Teams

Outlook

Job description

BioCryst Pharmaceuticals, Inc. is seeking an IT Support Specialist – Frontier Durham to provide dependable Tier 1 on-site IT support for BioCryst employees at the Frontier Durham office.

This 6-month contract role covers deskside assistance, hardware/software troubleshooting, conference room technology, onboarding and offboarding, and high-touch support for leadership and visiting employees. The successful candidate will be hands-on, organized, and able to work five days a week on site in